Refund & Return Policy

We take great care in preparing and packaging every order. Please review our refund and return policy before making a purchase.

1. Our Commitment

At My Nani's Secret, we strive to deliver high-quality products inspired by generations of family traditions.

Customer satisfaction is important to us, and we are committed to resolving any genuine concerns regarding your order.

2. Food Products & Returns

Due to the nature of food products, we are unable to accept returns or exchanges on products that have been opened, used, or consumed.

This policy helps us maintain the highest standards of quality, hygiene, and food safety.

3. Damaged or Incorrect Orders

If you receive a product that is damaged during transit, defective, or incorrect, please contact us within 48 hours of delivery.

To help us investigate the issue, please provide:

  • Your Order Number
  • Photographs of the product
  • Photographs of the packaging
  • A brief description of the issue

Once verified, we may offer a replacement, store credit, or refund at our discretion.

4. Eligibility for Refunds

Refund requests may be considered in the following situations:

  • Product received in damaged condition
  • Incorrect product delivered
  • Order lost during transit
  • Duplicate payment made for the same order

All refund requests are subject to verification and approval by our support team.

5. Non-Refundable Situations

Refunds will generally not be provided for:

  • Change of mind after purchase
  • Incorrect address provided by the customer
  • Delivery delays caused by courier partners
  • Products that have been opened or consumed
  • Minor packaging variations that do not affect product quality

6. Order Cancellation

Orders may be cancelled before they are dispatched.

Once an order has been shipped, cancellation requests may not be possible.

If an eligible cancellation is approved, the refund will be processed to the original payment method.

7. Refund Processing Time

Approved refunds are generally processed within 5–10 business days.

The time taken for the refund to reflect in your account may vary depending on your bank, payment provider, or card issuer.

8. Lost or Undelivered Orders

If your order appears lost or has not been delivered within a reasonable timeframe, please contact our support team.

We will coordinate with the courier partner to investigate and provide an appropriate resolution.

9. Quality Concerns

If you have any concerns regarding the quality of a product received from My Nani's Secret, please contact us promptly with relevant details and photographs.

Our team will review the matter and work towards a fair resolution.

10. Policy Updates

We reserve the right to modify or update this Refund & Return Policy at any time without prior notice.

Any changes will become effective immediately upon publication on this page.

11. Contact Us

If you have questions regarding refunds, returns, replacements, or cancellations, please contact us:

My Nani's Secret
Email: hi@mynanissecret.com
Website: https://mynanissecret.com